Member Contact Center Consultant
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Job Description
Member Contact Center Consultant providing omnichannel support for Connexus Credit Union members. Resolving inquiries, protecting member assets, and educating callers on financial products and services.
Responsibilities:
- Provide omnichannel assistance to members and potential members across credit union departments, including online banking, payment options, and debit card issues.
- Create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products, services, and processes.
- Maintain trust and integrity by keeping member information and transactions confidential.
- Safeguard members’ assets through strict adherence to risk mitigation procedures.
- Meet performance metrics, including interaction volume and Quality Assurance standards.
- Complete accurate case notes of member interactions and call history.
- Initiate, lead, or participate in organizational and departmental projects.
- Build trusting relationships through individualized member support and educate members on products and services.
- Volunteer and offer assistance as needed while achieving daily metrics through effective multitasking.
- Stay informed on current credit union processes and procedures and take initiative for personal development.
- Identify and render the best service possible, interacting with other departments to answer questions.
Requirements:
- 1+ years of related experience Required.
- Follows established routines under close supervision.
- Self-starter with a strong desire to learn and work independently.
- Excellent listening skills complemented by proficient verbal and written communication.
- Ability to ask probing questions to fully comprehend and support member questions and concerns.
- Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience.
- Ability to follow procedures, policies, and regulations.
- Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone or via electronic communications.
- Coachable, engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions.
- Ability to work the specified 40-hour weekly schedule in CST: Monday–Wednesday and Friday 8:30am–5:00pm; Thursday 9:00am–5:30pm.
Benefits:
- 20 days of paid time off and 10 paid holidays
- 16 hours of paid Volunteer Time Off
- 401K Retirement with up to 6% employer match
- Excellent Health, Dental, Vision insurance, including multiple plan options
- Health Savings Account with generous employer contributions
- Employer paid Life insurance, Short-Term and Long-Term Disability
- Tuition Reimbursement from $4,000 - $7,000 per calendar year
- Robust Learning and Development program that includes an annual professional development stipend
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